Restricting access to Zendesk Support and your Help Center using IP restrictions

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15 Comments

  • Sharon

    Hi ZD Support,

    I have multiple brands set up and would like to restrict access via IP addresses to 1 brand only. This is meant to allow only internal company employees to submit request. I know someone asked about this 4 years ago but curious if any further work was made on this? Or are there any current plans to add this capability? 

    Thanks,
    Sharon

    0
  • Remi
    Zendesk Customer Care

    Hi Sharon,

    Thank you for your message here.

    I've been investigating this for you, unfortunately, I'm afraid there isn't a feature out of the box in Zendesk that will allow you to restrict IP's on a more granular level (such as brands).

    However, I invite you to create a post about that for our product managers to review this possibility for the improvement of our products as your personal experience truly matters : Feedback on Support.

    Besides, if you want to keep an eye on our announcements & releases, feel free to have a look here :
    I'm sorry for that! Have a great rest of your day.
     
    Best regards,
     
    1
  • Marianne H

    By using this article, our System administrator managed to accidentally block all 66 agents access.  I am hoping that we gain access soon. 

    15 minutes

    Still no access.

    40 minutes and back in.  

     

     

     

    0
  • Devan La Spisa
    Zendesk Community Manager

    Hello @...,

    Sorry to hear you ran into this loss of access on your account. I looked into the ticket you opened up with our Advocacy team, and it appears this issue has been resolved. Let us know, however, if there is anything else we can do to assist. 

    Best regard.

    0
  • Matthew Feczko

    If we switch this on, and want to integrate with services that are on Amazon AWS, how would we enable those services to connect with our Zendesk instance? Since you can't whitelist all of Amazon AWS...

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  • Josh
    Zendesk Customer Care

    Hi Matthew!

    Thank you for reaching out here.

    I have checked this for you and understand where you are coming from but I wouldn't recommend enabling this if you are connecting Amazon AWS since you will really need to whitelist every IP address you only like to connect.

    I can say it's still possible to enable and whitelist everything but it would consume huge amount of time.

    Still, I invite you to create a post for our product managers to review this possibility for the improvement of our products as your personal experience is important: Feedback on Support

    I'm sorry and have a good day!

    Josh

    -1
  • Yasmine

    How do I ban a customer who keeps on spamming us? I need to ban via IP address as the customer keeps on using different email address.

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  • Jupete Manitas
    Zendesk Customer Care
    Hi Yasmine,
     
    Thanks for writing in! We understand that you are getting spam tickets in your Zendesk. By any chance, did you try to check the ticket channel of the spam (Where do spam tickets come from?) and use this guide to prevent them from coming in into your Zendesk? You can use this guide for SPAM prevention tips: I was hit by a spam attack. What do I do now?. We hope this helps!  
    0
  • Yasmine

    I need to ban a few ticket senders from sending us a ticket using their IP addresses. These people keep spamming our support system and an agent might unintentionally answer them.

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi Yasmine,

    Unfortunately, it's not yet possible to ban users via IP address in support. There are customers who are requesting this feature as well here. You can up-vote that post and add your detailed use case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
    Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.

    0
  • Scott Barber

    We would love to see the ability to restrict individual agents by IP address or to exclude API calls from this restriction.

    Context is that we want to enforce our agents being on a VPN before using the application however, we cannot add our VPN CIDR range because that would break Zapier integration since I cannot practically add the 1000+ CIDR ranges that Zapier uses (the entire AWS us-east-1 cohort of addresses) and maintain them and thus a good chunk of our external systems automation would break.

    0
  • Walter

    Hi Anton de Young,

    Is there a limit to the number of IP addresses that can be added?

    0
  • Ronie Ranoy
    Zendesk Customer Care
    Hi Walter,

    The limit is not with the number of IP Addresses but rather in the number of characters the "Allowed IP ranges" field can accommodate which is 16,777,215 characters.
    0
  • Walter

    Hi Ronie Ranoy,

    So technically, it can support up to 798,915 IP addresses in CIDR format? I think that probably going to be sufficient. :)

    0
  • Ronie Ranoy
    Zendesk Customer Care
    Hi Walter,

    Yes, and that is already a lot.
    0

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